Awnish Anand
Hyderabad
Summary
Experienced content moderator with 6 years of experience with the world's leading tech firm. Backed by prior experience leading a team of content moderators managing their performance in order to meet work targets. Looking for an opportunity to apply for the leadership and support experience in the team with journies.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Tax Analyst
ADP
Hyderabad
12.2023 - Current
- Assisted in resolving IRS inquiries into client's tax filings.
- Reviewed client financial records and documents to ensure accuracy of reported income and deductions.
- Created reports summarizing the results of tax research projects.
- Negotiated with auditors on behalf of clients during an audit process.
- Performed detailed reviews of client's financial statements prior to filing taxes.
- Conducted tax research using various resources and tools to verify proper compliance and tax filings to client's advantage based on current tax laws.
- Identified tax-related issues and addressed with management team, suggesting methods for improvement.
- Educated clients on complex tax issues, ensuring understanding of details.
Process Developer
Genpact
HYDERABAD
01.2022 - 11.2023
- Throughout the role, quickly triaged incoming calls, and escalated calls and chats when necessary, reducing the average time to resolution by 19%
- Handled customer disputes by implementing stress management techniques, decreasing time-to-resolve by 37% and increasing customer satisfaction by 14%
- Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume
- Maintain a deep understanding of client processes and policies
- Coached employees on modern customer service techniques, increasing productivity by 17%
- Responsible for showcasing a proven work ethic, with the ability to work both individually and within the context of a larger collaborative environment
- Identified and prioritized current operational needs and problems
- Analyzed the process automatization software
- Ability to provide short and crisp information
- Stayed up-to-date on new program offerings, and proactively made recommendations to customers based on their interests
- Partnered with 7 team members to monitor performance, reducing errors by 53% and increasing productivity by 14%
- Implemented customer surveys at checkout and enforced changes based on feedback, increasing customer satisfaction by 29%
- Tracking updates on shrinkage and attrition
Senior Media Analyst
Digital Nirvana Information Systems
HYDERABAD
07.2017 - 03.2021
- Company Overview: Digital Nirvana Information Systems offers a combination of technical and human expertise providing reliable service in the areas of media monitoring and analysis, media solutions and services, investment research, and learning management
- Supported 50+ clients on multiple projects and deployed to provide training to the coder team
- Retained 30+ clients by delivering exceptional results
- Managed the entire spectrum of clients
- Conducted in-depth analysis of the market & client-specific data to improve the campaign performance
- Coached 18 junior associates and staff members by conducting performance reviews
- Digital Nirvana Information Systems offers a combination of technical and human expertise providing reliable service in the areas of media monitoring and analysis, media solutions and services, investment research, and learning management
Education
B.Tech -
JSMIE Deshmukhi
HYDERABAD, TELANGANA05.2017
Skills
- Customer service
- Digital Marketing
- Coaching
- Verbal Communication
- Compassion
- Teamwork
- Leadership
- Customer Relationship Management
Certification
- Microsoft Excel - Udemy
- Small Business Marketing Using YouTube - Coursera Project Network
- Google Data Analytics Professional Certification
- Career Essentials in Generative AI by Microsoft and LinkedIn
- Prompt Engineering for ChatGPT from Vanderbilt University
- Google Digital Unlocked
- Facebook Ads & Facebook Marketing MASTERY 2020
- Advanced Google Analytics
Timeline
Tax Analyst
ADP
12.2023 - Current
Process Developer
Genpact
01.2022 - 11.2023
Senior Media Analyst
Digital Nirvana Information Systems
07.2017 - 03.2021
B.Tech -
JSMIE Deshmukhi
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